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Article : True Cloud vs Fake (Hosted) Cloud: What’s the Difference and Why it Matters

#contactcenterworld, @Calabrio

In his latest blog, Magnus Geverts of Calabrio discusses how to spot the difference between true and fake cloud solutions and why it matters for workforce optimisation (WFO) applications.

The decision to take your WFO solution to the cloud is a smart choice — and one that puts business first rather than drain focus on IT infrastructures. But pause before you purchase, because not all software offerings are created equal. There are many WFO providers marketing themselves as "cloud," but who are not actually true cloud solutions. Some on-premises vendors proclaim they offer cloud applications without anything to back it up.

How to spot the difference between true cloud and fake cloud solutions

1. Key Cloud Capability: Multi-tenancy

In true cloud, there is one instance of the platform that serves all customers or "tenants" simultaneously, across a shared infrastructure. Just like in an apartment building, controls in the underlying code keep the tenants separate - you get your own unique, secure unit or tenant. This pooling of resources is what achieves true cloud agility and scalability.

In a fake cloud, the solution is actually built on a multi-instance platform. In this scenario, each customer or tenant receives its own server. To scale up, new servers must be switched on manually which is costly, time-consuming, and difficult to maintain. To get the latest functionality, the latest software must be installed separately for each instance, significantly delaying your ability to benefit from new features. Even worse, some fake clouds put multiple customers on the same server and rely on organisational structure alone to keep them segregated; this is not multi-tenancy, it is shared tenancy and may require some features to be off-limits because the tenants would be able to see each other’s data.

2. Key Cloud Capability: Continuous Delivery

In true cloud, your applications are continuously updated with new functionality and bug fixes. You can continue to use your application, without any downtime during these updates. Users can easily adapt to the incremental changes.

In a fake cloud, you will have several big and potentially risky updates occurring a few times per year. Until your vendor schedules upgrades to your environment, these bugs and issues will be pervasive for many months, disrupting your operation with significant downtime and team members needing additional time to learn about these changes.

3. Key Cloud Capability: Security

In true cloud, your data is secured with the latest security tools, updates, and patches in real-time without added cost or downtime. True clouds are hosted on the leading global cloud service providers such as Amazon Web Services (AWS) and Microsoft Azure, where security is their highest priority, with nearly every certification you can think of and employing an unmatched army of experts.

In a fake cloud, there is no unified security among all applications and platforms. Vendors that provide fake clouds simply cannot achieve the same level of security and expertise as AWS and Azure. A fake cloud with fake multi-tenancy also means that providers need to defend hundreds of fortresses at the same time, instead of just one. This dilutes the time and attention that is being paid to defending your data from attack.

4. Key Cloud Capability: Rapid performance scaling

In true cloud, you can easily scale up or down to meet the needs of your business. True cloud solutions are built to handle rapid change seamlessly, allowing you to quickly expand your system as needed, all while easily meeting the needs of a highly mobile and global workforce.

In a fake cloud, the vendor must have the necessary staff and hardware available to manually increase capacity or deploy new capabilities. This often requires specific technical expertise or pricey professional services which can lead to downtime, delays in service, and reduced speed to benefit – especially when deploying in multiple time zones and geographies – all of which could negatively impact customer satisfaction.

5. Key Cloud Capability: High Availability/Uptime

In true cloud, you get a guaranteed uptime and reliability and are financially compensated if service levels are not met. You can rest easy knowing that your data is securely backed up and always available. Even if disaster strikes one data centre, another one immediately takes over with no downtime or hassle for you. All this is possible because true cloud solutions leverage multi-tenant architecture and are built in the cloud with cloud infrastructure in mind.

In a fake cloud, availability is limited by the vendor, the hardware on which their solution is installed, and who is maintaining it. Since it is often outsourced to a third-party vendor, you may not even know who is ensuring the availability of your mission-critical solutions.

6. Key Cloud Capability: Ease of integration and extensibility

In true cloud WFO solutions, you can easily integrate with both cloud and on-premise solutions. True cloud solutions provide the flexibility to meet your unique business needs, which means integrating with external systems is straightforward, seamless, and low effort.

In a fake cloud, integration and customisation become expensive difficulties that can be unstable. Hosted cloud solutions are not inherently designed for ease of integration and can end up being expensive to implement and maintain as well.

7. Key Cloud Capability: Easy to use

In true cloud, applications are designed with the User Experience in mind. Modern web-based user interfaces make onboarding new users easier, thanks to increased access to all functionality features. Centralised management and administration make the true cloud Workforce Optimisation easy to administrate, especially if you are a multi-site or global organisation. This is only possible if your WFO suite is fully integrated with all your sites being managed from a single, centralised management console.

In fake cloud, this can be an assortment with some applications even requiring administrators to install and login to a desktop application. User experience will be poor, and users will have to learn multiple different user interfaces. If you are a multi-site organisation with multiple types of ACDs and integrations, be prepared for a maintenance and security nightmare.

Not all clouds are created equal

Here are some questions to ask your vendor about their cloud offering:

  • How often do you provide updates and new functionality?
  • Will I have downtime when you update my tenant??
  • In my tenant, will my data be totally isolated from other tenants?
  • Will I have downtime when you update other customers in your cloud??
  • How often are your security tools updated?
  • How quickly did you fully remediate your customers when the Log4J vulnerability was announced?
  • Do you have a Service Level Agreement (SLA), and what happens if it is not met?
  • Is there a single user interface for your WFO suite?

#contactcenterworld, @Calabrio


About Magnus Geverts:
Magnus Geverts is VP, Product Marketing and Management at Calabrio, formerly Chief Business Development Officer at Teleopti ahead of the Calabrio acquisition. He has more than two decades of experience in the Workforce Management and customer service space, working in a mix of roles, in RnD, consultancy and business development.

About Calabrio:
Company LogoCalabrio, a customer experience intelligence company, enriches human interactions with its analytics-driven workforce engagement management (WEM) suite. In 2019, Calabrio acquired Workforce Management (WFM) vendor Teleopti combining the best of both Teleopti WFM and Calabrio WFM into a single WFM solution fully integrated within the Calabrio ONE suite. The new Calabrio ONE empowers agents and management alike with a smarter approach. Through AI-driven analytics, Calabrio uncovers important customer behaviour, sentiment and reveals vital insights from contact centres worldwide.
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Today's Tip of the Day - Factors When Considering IP

Read today's tip or listen to it on podcast.

Published: Friday, June 10, 2022

Printer Friendly Version Printer friendly version

2022 Buyers Guide Analytics

Page: 12
1.) 
3Fiftynine

CardBoard
CardBoard: Real-time data, shows the most important KPI’s in your Contact Center.
Built for data | Designed for business | Empowers teams

2.) 
Acqueon Technologies Inc.

Acqueon's AI-driven conversational engagement software enables sales, marketing and service organizations to engage in emotionally connected dialogs with customers via their channel of choice for significantly improved results. The Acqueon suite adds multichannel campaign management, contact center analytics, desktop, and CRM connectors for your contact center software of choice, including Amazon Connect, Cisco, Nice inContact, and Twilio. Acqueon conversational engagement software leverages the Acqueon IQ platform to aggregate data from the various applications, assemble rich customer contexts, and drive next-best-action using powerful statistical and predictive models.

3.) 
Alvaria

Noble IQ
Turn business insights into actionable intelligence. Noble’s IQsolutions provide you with rich and robust customer data that can transform your business. Automate decision making and campaign management and refine the quality of interactions with precision and efficiency. We have developed proprietary and patented tools to help you make sense of data on your current operations and then help you make strategic decisions to improve performance and efficiency. Identify who your best customers and prospects are and the ideal methods to reach them. Understand what types of campaigns work best for your business and how to optimize underperforming campaigns. And nake real-time decisions rather than looking back to see what went wrong.

4.) 
BPA Quality

Call Center Quality Monitoring
Outsourced call center quality solutions including Multi-lingual, Multi-Channel Quality Monitoring, Call Center Consulting, Psychometrics & Analysis of Customer-Agent Interactions, Cloud-based Quality Analysis Software configured by Needs, Virtual & In-person Training, Speech Analytics & Speech Analytics Management.

5.) 
Call Tracking Metrics

Automate insights from all your customer communications

There's no better way to get to know your customer than through their own communications with your brand. Gain a strategic advantage and a thorough understanding of your customer's full journey with a complete suite of conversation intelligence tools and features. Measure customer sentiment, automatically identify and score qualified conversations, and give strategists everything they need to knock their campaigns out of the park.

Use conversation analytics to:

• Build your ideal customer profile
• Optimize your sales and customer service processes
• Maximize your resources to focus on quality conversations
• Identify trends and customer sentiment in real-time

6.) 
CallFinder

CallFinder speech analytics
CallFinder® is a leading provider of cloud-based SaaS speech analytics, automated call scoring, and speech-to-text transcription technology with sentiment analysis. Our easy-to-use solution is designed to help businesses and contact centers automate quality monitoring to improve agent performance and provide a superior customer experience.

With CallFinder, you get…

100% visibility into agent-customer interactions
100% monitoring of interactions, up from only 5-10%
Scalability of QA reviews with the same size QA team
CallFinder isn’t just your average speech analytics provider. When you work with us, you get unparalleled, continuous support through our MyAnalyst managed client servic...
(read more)

7.) 
ComSys S.A.

CCube for Business Intelligence
CCube by Comsys is a business intelligence application, developed for enterprise contact centers. It delivers powerful, and dynamic reporting that enable managers to gain insight into their business. CCube is natively compatible with Aspect Unified IP and Cisco Unified Contact Center (UCCE/UCCX) platforms
Comsys is a provider of οmnichannel customer engagement solutions that assist companies around the world in delivering unique customer experiences. For the last 15 years, Comsys designs and implements complex projects for clients from the outsourcing, financial services, telecommunications, and retail sectors. Comsys enjoys strategic partnerships with technology vendors like Cisco®, Aspect...
(read more)

8.) 
Consilium Software

Consilium UniInsight™
The days of ‘business as usual’ are a distant memory for most of the world. And when it comes to contact centers, balancing between contact channels, deciding which agent locations or teams are doing well, working out how your customer satisfaction is being impacted by the less-than-perfect work environments of ‘lockdown’ agents…leaders are often at a loss when trying to get such insights from their contact center data. As the technology and business landscape changes, so too must the contact center reporting and analytics solutions that power decision making and performance management. With the new release of Consilium UniInsight™, we have tried to deliver contact center reporting and op...
(read more)

9.) 
CUSTOMER SQUARE

CROSSCRM.CX - CRM Dataviz Module
CROSS-CRM manages daily interconnection with your CRM tools to centralize data and analyse CX on all channels, and is able to provide deep analytics insights.

All the Kpi’S are here for precise control of your Customer Relationship : Interactions - Quality - Satisfaction - Campains forecast MyClient

Filters, Data Extraction, Custom Views, dates sheets, email subscriptions, xls Extracts, images, pdf


PLUS ! Automated extracts
for integration to third party applications.

10.) 
Daisee

Daisee
Daisee builds technology that empowers people to solve problems by making interactions simple and smart so they can have a more significant impact, be more productive and be better at what they do. We believe incremental improvements carry huge potency and provide exponentially greater change for the better.

Genesys customers can now automate risk and quality management using Daisee’s speech and sentiment analytics and remediation workflow software. Daisee helps improve customer experience, ensure regulatory compliance, identify missed commercial opportunities & training requirements as well as provide valuable insights back to the business directly from the frontline – the true voice-of-...
(read more)

11.) 
DialogTech

DialogAnalytics™
Powered by AI, DialogTech’s DialogAnalytics analyzes conversations to provide marketing and sales teams a wealth of insights for smarter optimizations. With the power of conversation intelligence, you can learn which channels, ads, keywords, and webpages drive the best sales calls, if the caller converted, and more.

AI analyzes how calls are handled at locations and call centers to detect issues that negatively impact ROI. See what percentage of calls go unanswered and who is best (and worst) at converting callers to appointments and customers. Get email alerts when phone leads are mishandled at locations so those leads can be called back right away.

With DialogAnalytics, you can get a...
(read more)

12.) 
eGain Corporation

eGain Analytics
eGain Analytics makes it easy to measure, analyze and refine your contact center operations, knowledge and web customer experience. Create informative reports, charts and dashboards effortlessly. Slice-&-dice the data in any number of ways and use it to manage the business effectively.

1. Operational Analytics™ empowers the business to measure and manage the call center directly and without IT involvement.
2. Knowledge Analytics™ provides insight for eGain’s knowledge and AI applications.
3. Digital Analytics™ measures contact center performance within eGain’s digital channel applications.
4. Journey Analytics™ captures customer behavior on the website—identify the churn points and cre...
(read more)

13.) 
eGain Corporation

eGain Analytics
eGain Analytics makes it easy to measure, analyze and refine your contact center operations, knowledge and web customer experience. Create informative reports, charts and dashboards effortlessly. Slice-&-dice the data in any number of ways and use it to manage the business effectively.

14.) 
ethosIQ, LLC

ethosAnalytics
ethosAnalytics leverages data to provide business intelligence to enhance the customer experience and beyond. The analytics dashboards are customized based on client needs. ethosAnalytics enables data-driven decisions in seconds or minutes - not days or weeks.

15.) 
Lieber & Associates

Contact center Analytics and Metrics
Lieber & Associates provides services to develop, interpret, and improve contact center metrics and analytics. The firm's experience spans forecasting, customer service, order-taking, lead-qualification, sales, segmentation, media-source-tracking, and testing design. L&A's president pioneered segmentation for telephone scripts and the tri-level service level metric. He brings broad analytics experience to contact centers.

16.) 
MiaRec, Inc.

MiaRec Voice Analytics
A powerful new addition to our Customer Engagement Suite, MiaRec Voice Analytics provides a complete quality management solution that records, monitors, organizes, and scores your customer interactions. MiaRec Voice Analytics humanizes your data, empowering you to make real decisions about your customer service operation. Unlock the needs, wants, and concerns of your customer base while upskilling your staff, identifying service gaps, and tackling compliance.

Our Voice Analytics solution produces a detailed picture of your call center, highlights the topics you want to see, and helps you get ahead of disputes, reverse churn, and seize emerging business opportunities. With a fast and low l...
(read more)

17.) 
Navedas

CSAT.AI
CSAT.AI measures if the customer’s questions were answered, how empathetic was your agent and the customer’s sentiment to predict a CSAT score without pesky surveys, all in real time. QA is modernized and the CX game is improved - no matter if your agents are at their home or your office.

CSAT.AI automates QA, analyzing 100% of text, email and chat interactions. Without spreadsheets or manual entry, managers have comprehensive data to guide decisions - no need to even be in the same location!

CSAT.AI helps you protect your company and your people. Did a customer just threaten to sue you or abuse your agent? Now you know with real time push notifications.

CSAT.AI provides granular details by issue (delivery delay etc) or agent score.

18.) 
OpsTel Services

VIEW
With OpsTel VIEW™, you are able to monitor and immediately audit your agent profile data for accuracy and compliance across the entire contact center solution stack.

Features:

*OpsTel VIEW™ tracks down unused stale profile licenses and provides clients with detailed audits explaining their location, current and historical status
*Comprehensive audit across the enterprise, it only takes 10 minute
*Provides a view in to the data accuracy of agent profiles across multiple applications
*Drastically speeds up audit and validation processes
*Validates actions to implement for profile data integrity issues across multiple applications
*Can also assist in ensuring access level compliance...
(read more)

19.) 
PRILINK

SIP-Trunk Demarc Monitor
Analyzes SIP signalling and RTP audio stream of every call passing through the network demarcation point. Provide a real time 24/7/365 network baseline database that contains the IP bandwidth, call traffic of up to 128 voice groups, Call Detail Record (CDR), call blockage and MOS voice quality. All information are displayed in SIP-Trunk dashboards and are used in many applications, such as Telco collaboration, UC/CC analytics, Work Force Optimization (WFO) and caller identification.

20.) 
Vads

Social Media Analytics
Social media analytics is the practice of gathering data from blogs and social media websites and analyzing that data to make business decisions.

Typical objectives of Social Media include increasing revenues, reducing customer service costs, getting feedback on products and services and improving public opinion of a particular product or business division.

Key the activities involved:

Analyzing net sentiment score
Qualitative and quantitative of sentiment analysis
Measure the emotions (6 Emotions) of the consumers
Mapping out all potential advocates
Measuring a nationwide consumer sentiment
Unlimited data extraction & cleaning
Customized positive and negative keywords
Qualitative and quantitative insights & report writing
Measuring the consumer sentiment
 
Page: 12

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